Customer Support Specialist

At PRC-Saltillo, we have a mission to provide voices to children and adults who are unable to communicate effectively with their natural voices.  Each year, we provide voices to thousands of individuals through our specialized communication devices and software.  We serve individuals with Autism, ALS, Cerebral Palsy, Aphasia and a variety of other conditions.  Our products not only provide the ability to speak, but open opportunities for education, vocation, and simply fuller participation in life.

All applicants need to go to our website to apply www.prc-saltillo.com/careers

Type of Work: Hybrid, in Wooster office a few days a week.

Hours: 8am to 5pm Monday through Friday, overtime may be required at times.

Position Summary: The Consultant & Customer Support Specialist (CCSS) provides operational support for the Sales Department and Customer Support for the Company. The CCSS is responsible for a variety of administrative duties that serve customers, the Sales Department and/or the Company, which include being the front line for customer calls and emails into the company, helping customers log into accounts, processing subscription requests and providing web account support, evaluation loan support, sorting company mail, and performing data entry, among other tasks. This person must enjoy communicating with internal and external customers and have a customer-first mindset and attitude in all tasks.

Duties and Responsibilities:

• Uses key software programs as well as the website administrative portals in order to assist customers and internal staff. 
• Acts as first point of contact for incoming phone calls, emails, mail, and visitors to the Company, and maintains warm professionalism and timely/ efficient responses in these interactions. 
• Provides support internal staff and customers as the first line of support for email and phone calls, shipping requested literature, and other projects as needed.
• Completes data entry for evaluation loans and other sales-related programs. 
• Assists with training of new department employees and new consultant orientation.
• Assists management with special projects as requested.
• Remains current on Company policies, procedures, products, and service offerings.
• Develops and maintains department work instructions.
• Acts as front-line response to Fire Alarm Emergencies  and protocols. 
• Performs other duties as assigned.

Required Skills/Abilities:

• Detail-oriented with the ability to consistently follow-through on tasks.
• Excellent organizational skills with the ability to prioritize and coordinate multiple tasks.
• Proficient with Microsoft Office software and data entry.
• Maintains confidentiality. 
• Ability to communicate effectively and professionally in verbal and written forms.
• Comfortable asking questions to seek understanding, especially related to company services/ products.
• Bilingual Spanish speaker preferred, but not required.
• Flexible and able to adapt to changing circumstances along with the ability to problem solve, work under pressure, and meet deadlines.
• Highly motivated when working independently and as part of a team.

Education and Experience:

• High School diploma or equivalent is required.
• Minimum of two years of customer service experience is required.
• Clerical/administrative experience is preferred.